Totango

MAY 8, 2020

A SaaS churn analysis is more than a quick calculation of your customer churn rate. SaaS Churn Analysis Benefits. A SaaS churn analysis maximizes your ability to capitalize on what you can learn from customer churn by: Highlighting current strengths and weaknesses in products and processes.

SaaS 77

SaaS Enterprise Customer retention Metrics 77

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. What’s Next For Customer Success? So, there’s just this big disparity in pay.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

ChurnZero

DECEMBER 28, 2021

A quick search of “y2k aesthetic” will litter your browser with articles on how to actually wear y2k fashion the right way. Top 10 Articles from 2021. Too heavy of a focus on either metric has serious consequences for your business. Too heavy of a focus on either metric has serious consequences for your business.

Finance 52

Finance SaaS Accountability Metrics 52

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. in their article on which emotions make successful customer relationships. Product Usage – is the account above 80% license utilization with high usage across all features?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. More often than not, SaaS providers take advantage of the internet to make people aware of what their offerings are.

SaaS 63

SaaS Sales Enterprise Feedback 63

ChurnZero

DECEMBER 29, 2020

This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

Amity

AUGUST 20, 2017

Software as a Service or SaaS is a different beast compared to other technology products or services. In addition, SaaS customers are pretty well-informed and are usually technology experts as well. More often than not, SaaS providers take advantage of the internet to make people aware of what their offerings are.

SaaS 51

SaaS Sales Enterprise Feedback 51

Totango

MAY 10, 2022

A customer engagement strategy is critical for retaining and growing SaaS clients. A customer engagement strategy is an action plan for promoting active client use of your SaaS product. Regular usage of accounts and product features. It’s especially important to engage executives and stakeholders to ensure retention.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

Totango

FEBRUARY 9, 2022

The contract renewal stage of the customer lifecycle is a critical component of driving retention for SaaS products. In this article, we’ll discuss five essential technology tools you can use to automate your contract renewal procedures. What Is Contract Renewal? In-App Promotions.

Customer retention 95

Customer retention SaaS Best practices Upselling 95

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. First off it’s worth reiterating what was said in the recent board relations article. Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. To get even more accountable. She loves us.

SaaS 68

SaaS Benchmark Metrics Accountability 68

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Let’s try to understand every aspect of Customer Success Software.

Upselling 52

Upselling SaaS CRM Multi-channel support 52

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. First off it’s worth reiterating what was said in the recent board relations article. Give specific metrics in your commentary so there’s less need for clarification: Bad Commentary. To get even more accountable. She loves us.

SaaS 60

SaaS Benchmark Metrics Accountability 60

ChurnZero

JUNE 12, 2020

When we represent our organizations, we want to generate more revenue with fewer resources,” explains Smartsheet in their article on calculating productivity. Who ensures the renewal process happens for all your accounts? “As employees, we want to do more in a shorter amount of time. So, what is Customer Success Operations?

SaaS 80

SaaS Metrics Customer retention Analytics 80

Amity

FEBRUARY 24, 2016

Issue 77 - Customer Success Articles that are Certified Classics (Part 3). How do we decide which articles are Customer Success Classics? Well, to become certified classic, an article must be written well, easy to read, and most importantly, feature great content. 14 SaaS Companies Reveal Their Customer Success Process.

Upselling 48

Upselling SaaS Best practices Customer retention 48

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In this article, we’ll cover what you need to know to create an effective onboarding checklist. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased.

Journey mapping 94

Journey mapping SaaS Upselling Enterprise 94

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 98

Upselling Metrics SaaS Sales 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Upselling 97

Upselling Metrics SaaS Sales 97

Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous.

SaaS 88

SaaS Upselling Best practices Customer retention 88

Totango

JUNE 1, 2021

The reality of the unique relationship you share with your customers is captured in the data your customer success software gathers, detailing usage rates, demographics, logged interactions, voice of customer data, and other key metrics. Totango offers customer success software that helps you gather key metrics and customer insights.

Enterprise 69

Enterprise Upselling Metrics Accountability 69

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. This reduction in cash flow is likely to increase rates of SaaS customer churn. High churn can be dangerous for SaaS enterprises as more than 90 percent of customer value is derived from recurring revenue.

SaaS 93

SaaS Customer retention Best practices Telecommunications 93

SmartKarrot

MAY 26, 2020

Measurable SaaS product metrics need to be looked at if you are to achieve product success. In this article, we are going to look at some of the most useful metrics, to help you ensure your product will achieve the success you are hoping it would. . Customer Acquisition Cost . This helps avoid any confusion later on. .

SaaS 10

SaaS Metrics Upselling Advertising 10

CustomerSuccessBox

MAY 31, 2021

With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need? And to understand how to enhance Customer Success Management, check out this article on 5 Best Practices to Enhance your Customer Success Management. What is the Ideal Number to start with?

Management 52

Management SaaS Customer advocacy Accountability 52

ClientSuccess

DECEMBER 20, 2018

The base + variable option is typically more beneficial to growth-based customer teams because it embraces accountability and rewards hitting clear targets such as growth, renewals, and account expansion. Article: 3 Customer Success Compensation Models. Performance Metrics. Revenue Churn Rate (Gross and Net). Quick Ratio.

Journey mapping 49

Journey mapping SaaS Metrics Accountability 49

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. We’ll go over the high-level Customer Success KPIs you’ll need on your dashboard to receive fast insights in this article. Customer success metrics you should track.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company? Customer Success Manager.

SaaS 52

SaaS B2B Customer retention Upselling 52

Nicereply

SEPTEMBER 13, 2022

Whether you know it or not, you’ve probably recently read a news article that was written by artificial intelligence (AI). If you have a help center filled with knowledge articles, over the next few years it will become obsolete. Interactive onboarding guides are now the norm when you sign up for a new SaaS product.

SaaS 52

SaaS Chatbots Scripts Self service 52

CustomerSuccessBox

DECEMBER 9, 2021

This article aims to compile the key Customer Success KPIs we have to look out for in our Customer Success journey in 2022. Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. This takes into account the downgrades or upgrades with customer growth.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

Education Services Group

JUNE 20, 2023

When SaaS (and, by extension, XaaS) came along, businesses had to start thinking differently about how they were acquiring and serving their customer bases. Track and monitor metrics like health scores, consumption analytics, and escalations. Growth: Finally, identifying, tracking, and fostering potential expansion opportunities.

Journey mapping 52

Journey mapping Government SaaS Self service 52

ChurnZero

FEBRUARY 7, 2020

It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. A hybrid of soft and hard skills is a must with top skills including SaaS, Salesforce, CRM, Account Management, and Customer Retention. These are the questions that can onset an existential career crisis. 6 in the U.S. #2

SaaS 64

SaaS Transportation B2C Customer retention 64

Nicereply

MAY 11, 2020

The importance of customer loyalty impacts almost every metric important to running a business. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows. Using the metrics below will help identify how loyal customers are, and where more work needs to be done.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

CustomerSuccessBox

SEPTEMBER 4, 2019

A Customer Success Manager’s role differs on the basis of a high/low touch base model and the size of the accounts – small, medium and enterprise. Fortunately, I have had the chance to work with a multitude of customers – hence, accumulating all the experiences in this article. It gives me a sense of triumph.

SaaS 78

SaaS Accountability Best practices Finance 78

delighted

JUNE 29, 2021

We’ll talk about the metrics which can be used to determine a successful/unsuccessful product/market fit a little later on. When measuring product/market fit, you must consider three things: doing the research, understanding the market through metrics, and utilizing Net Promoter Score to evaluate and improve your product.

Marketing 94

Marketing SaaS Metrics Transportation 94

ChurnZero

NOVEMBER 27, 2019

Metrics Aren’t Just for Board Meetings – The Value of Customer Metrics is Immeasurable . We often think about CS metrics as being interna l KPIs – after all, these figures surface in board meetings and other internal discussions. Premium Onboarding Packages A re an Important Part of Customer Success’s Evolution

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Education Services Group

JULY 20, 2021

Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week. How do you recommend approaching managing the health of an account when CSMs have 200+ accounts?

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

Amity

DECEMBER 5, 2018

Winning by Design is a premier provider of strategy consulting and coaching programs for SaaS Sales and Customer Success organizations. They are the leaders in SaaS Sales consulting and training, and have recently added Customer Success to their area of expertise. to regions such as Australia, Europe, Brazil, China and now Canada.

SaaS 84

SaaS Consulting Consulting Coaching 84